Plan your work order tasks

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read

    • Plan how to execute tasks assigned to you using the mobile app. You can prioritize by accessing SLAs and call customers directly from the app.

    Before you begin

    Role required: wm_agent or wm_dispatcher

    About this task

    The task list displays the following information for each work order task:

    • The work order task number.
    • The short description of the work order task.
    • Company for which the work order task is being executed.
    • Asset details appear only if there’s an asset associated with the work order task.
    • Location where the work order task is being executed.
    • The work order task state.
    • Scheduled start date and time for work order task to be executed.
    • For a work order task, if the parent work order has an account, navigate from the work order screen and drill down the account details to see primary contact details, related cases, assets, contracts, and entitlements.
      Note:
      The logged-in user must have sn_customerservice.customer_data_viewer role to drill down and view the account details from work order.
    • For a work order task, if the parent work order has been initiated from a case, navigate from the work order screen and drill down see the case details.
      Note:
      The logged-in user must have the case_viewer role to navigate to the case screen from work order and sn_customerservice.proxy_contact role to add work notes and comments to the Case Activity Stream.

    Procedure

    1. Open the Now Mobile Agent application.
    2. Tap My Work.
      Note:
      Tap Quick Actions and update your status to ON Shift to get identified as you are on your shift time.
    3. Perform one of the following actions.
      ToComplete these steps
      Search for work order and work order task Enter a keyword to search for work orders and work order tasks.
      View the work order tasks assigned to you Tap My Tasks. You can view all upcoming tasks based on the schedule start date. To view all tasks, tap See All.
      View work order tasks for your assignment group In the My Group Tasks section, view upcoming tasks for your assignment group. To view all tasks, tap See All.
      The list displays all tasks scheduled to start before the end of next week.
      Note:
      You can also view all work orders for an asset.
    4. Select a work order task to view details for the task.
    5. Optional: Edit a work order description.
      1. Tap the overflow icon and select Edit.
      2. Do the following: To edit the task short description, tap the Short Description field, to make the necessary edits and select the back icon to go back to the Edit screen.
      3. To edit the task description, tap the Description field, enter a description for the task and, select the back icon to go back to the Edit screen.
      4. Perform one of the following actions:
        • On an iOS device, tap Submit.
        • On an Android device, tap the send icon.
    6. View the SLA for the work order that the task is associated with.
      1. Tap the work order number.
      2. Select the work order to view the details.
      3. Tap Related.
      4. Tap Task SLA.
      The screen displays all SLAs related to the work order.

      Tap the arrow at the top-left corner to go back to the work order.

    7. Call the caller identified on the work order.
      1. Select the Details tab.
      2. Select the caller identified in the Caller field.
      3. Swipe the caller record to the left and select Call to call.

      Tap the arrow at the top-left corner to go back to the work order.